Our SOPs dictate how we respond - we have team members that own various pieces of our business and their responsibility is to handle "their" parts of the business.
A core value of our business is speed - we see it as a competitive advantage for us.
As for urgent issues, we use four categories as a framework to describe our work:
1. Unimportant/not urgent - delegate to someone else or eliminate the task altogether.
2. Important/not urgent - these are typically our important projects that can be scheduled (time is blocked) and I will use the expertise of team members.
3. Unimportant/urgent - I preferably delegate these items to a team member letting them know the urgency.
4. Important & Urgent - I handle these situations personally and immediately!
And that is how we staisfy our clients!